Refund policy

Return Policy

At Omni Silk, we want you to feel complete confidence in the texture, sheen, and dermatological comfort of our pure mulberry silk bedding. Our return policy is structured in full accordance with the Australian Consumer Law (ACL). Due to strict personal hygiene regulations, direct facial contact, and the delicate nature of high-momme organic silk fibers, please review our return conditions below carefully.

1. Return Window

Customers have the right to request a return within 30 days from the documented date of delivery. Return requests submitted after this 30-day period will not be accepted for change of mind.

2. Change of Mind Eligibility & Sanitary Conditions

To qualify for a valid return and subsequent refund under our change-of-mind policy, your items must strictly adhere to the following hygiene and condition criteria:

  • The silk pillowcase, sleep mask, hair wrap, or duvet must be completely unopened, unslept on, unwashed, and in its original, brand-new condition.
  • Bedding Sanitary & Hygiene Notice: Under health and personal hygiene regulations, bedding and facial accessories cannot be accepted if removed from sealed inner protective packaging, placed onto personal pillows, or worn over eyes (facial skin oils, nighttime moisturizers, hair styling serums, cosmetic powders, and perfume scents instantly penetrate untreated silk fibers).
  • Natural silk fabrics must show zero thread snags, water spots, friction fuzzing, or makeup marks.
  • All original packaging—including rigid magnetic presentation boxes, tissue paper wrap, ribbon closures, spare zipper pulls, silk care guides, and intact tamper-evident hygiene seals—must remain 100% complete and undamaged inside the return parcel.
  • Items showing signs of personal use, home laundering, or removed hygiene seals will be strictly rejected during our quality inspection.

3. Australian Consumer Law (ACL) Guarantee

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

4. Return Shipping Costs

For change-of-mind returns, the customer is responsible for paying all shipping costs associated with returning their items. Return shipping costs are non-refundable. We recommend using a trackable shipping service and purchasing parcel transit insurance, as Omni Silk cannot guarantee receipt of returned items without tracking proof.

5. How to Initiate a Return

  1. Contact our customer concierge team at support@omnisilk.site within 30 days of delivery. Please include your order number, product model/size, and reason for return.
  2. Our support team will review your request and provide you with an authorized return warehouse address, an RMA number, and specialized repacking instructions.
  3. Do not mail your items back to the address printed on the original shipping label or our corporate administrative address. Returns sent to unauthorized addresses cannot be processed.

Refund Policy

This Refund Policy details our procedures regarding order cancellations and the financial resolution of authorized returns.

1. Order Cancellations and Modifications

  • If you need to cancel or modify your order (such as changing a pillowcase size, color tone, or delivery address), contact us immediately at support@omnisilk.site.
  • We enforce a strict 1 - 2 hour cancellation window from the exact time of purchase.
  • Once this window has passed, your order is automatically transmitted to our automated fulfillment network and cannot be altered or canceled. If you no longer want the items, you will need to accept delivery and follow our standard Return Policy.

2. Inspection and Approval Process

Once your returned package arrives at our designated logistics facility, our textile specialists will inspect each piece under studio lighting to verify compliance with our return conditions (intact hygiene seals, spotless unwashed fabric, absence of fragrances/oils, and complete presentation packaging). Following inspection, we will send you an email notifying you whether your refund has been approved or rejected.

3. Refund Timing

If your return is approved, your refund will be processed immediately. The funds will automatically be credited back to your original payment method (e.g., Credit Card, PayPal) within 3 to 10 business days.

4. Delayed or Missing Refunds

If you have received an approval notice but have not seen the credit reflected in your account:

  • Check your bank account or credit card statement again.
  • Contact your bank or financial institution, as processing times vary before funds officially post.
  • If you have completed these steps and still have not received your refund, please contact us at support@omnisilk.site for further assistance.